Relief Resident Services Coordinator/Hotel Operations Assistant

Title Relief Resident Services Coordinator/Hotel Operations Assistant
Category Administration, Onboard

The World, Residences at Sea, is the largest privately owned residential yacht on earth. We offer the best of the best at every level of our organization. Employees of The World strive for excellence in everything we do.

This exciting position is a 50/50 Relief position with 2 months in each function when the permanent incumbent is on leave.

The Hotel Operations Assistant’s (HOA) primary responsibility is to perform administrative duties for the General Manager, CEO, Florida Managing Directors (when onboard), the Board of Directors and Resident Committees. He/She must relay information from the General Manager to the Hotel Department Heads, support the Residents’ administrative requirements and interact with the Front Office Team and the Resident Services Coordinator to ensure all Resident and Guest needs are met. The Hotel Operations Assistant must maintain strict confidentiality at all times.

The Resident Services Coordinator’s (RSC) primary responsibility is to be the main contact person for Residents regarding general inquiries, special function coordination, apartment refurbishment requests, Resident travel updates, and apartment maintenance coordination. This position plays an important role in guiding new Residents that eases their integration within the onboard community. The RSC reports directly to the General Manager and works closely with the Deck & Engine Department, Food & Beverage, Front Office, Housekeeping, The World Concierge, Logistics Coordinator and Manager, Refurbishment.

Responsibilities (HOA)

  • Assist the General Manager with e-mail communication from the Florida Office Team, Ship’s Team and Residents as requested
  • Responsible for collecting all reports from the Hotel Department Heads and submitting the Hotel Operations Quarterly Report via e-mail to the Operations Specialist and the General Manager
  • Administer the Hotel Operations SOPs and maintain an updated SOP Index at all times
  • Collect weekly and monthly time sheets from the Hotel Operations group and submit to the General Manager
  • Attend meetings as requested by the General Manager and take minutes, (i.e. Hotel Operations Morning Meeting, Residents’ Meeting, etc.)
  • Arrange Board of Directors, Advisory Committees, Residents and Senior Management meetings onboard, including liaising F&B requirements, A/V requirements, etc.
  • Update and distribute the Conference Room reservations daily
  • Support Florida SLT as needed during Ship visits, including coordination and preparation of onboard Meeting schedules with Residents, Ship’s team, etc.
  • Responsible for all onboard SLT meetings, including A/V requirements
  • Coordinate and provide administrative support to F&B Manager and Beverage Manager for Medusa events onboard and off the Ship

Responsibilities (RSC)

  • Act as the main point of contact for current, future and new Residents
  • Follow the New Resident Orientation Process which includes:
  • Arrange a pre-arrival call before the closing date and take note of travel plans, transportation needs, visa needs, F&B and Housekeeping preferences; answer any questions and explain what to expect on their first voyage as New Residents
  • Coordinate the arrival with TWC and Residential Director and ensure that all departments are informed. Conduct final inspection of Residence together with GM on the arrival day
  • Welcome New Residents personally on board and escort them to their new Residence
  • Conduct an initial orientation with New Residents and assist in setting up meeting with the rest of the relevant Hotel Division Heads if needed
  • Organize and attend new Resident Cocktail receptions in honor of the new Residents who will be introduced to the community
  • Acknowledge Residents’ preferences and ensure that they are updated on World Central database and communicated to the Team
  • Keep ownership and update the New Resident Orientation Process tracking sheet in conjunction with HOA
  • Regularly (approx. every 2 weeks) check on new Residents to see how they are adapting to life on board and offer further assistance
  • Liaise with Staff Captain and Executive Housekeeper concerning pending insurance claims for Residents and handle all Resident communication regarding the claim
  • Handle noise complaints from Residents together with Logistics Coordinator
  • Exceed Resident and Guest expectations in every aspect of luxury service in accordance with Leading Quality Assurance (LQA) standards
  • Act as main contact person for all Residents during Refurbishments & Maintenance of Residences
  • Act as the main contact person for all Residents on any order requests such as TVs, Mattresses, coffee machines and other appliances to ensure compatibility with the Ship’s onboard systems and electrical specifications
  • Assist Deck and Engine departments with contacting Residents to inform them of work that needs to be performed in their Residences
  • Create and follow up on maintenance work orders that have been requested by Residents and close the loop by providing a service call back to ensure that everything has been done to their satisfaction
  • Meet with Residents to provide information and guidance on Refurbishment periods, allowances, process and provide Residents with Contractor Contact List for them to contact at their ease
  • Ensure that neighboring Residents are informed of work being undertaken in any Residence prior to the start of the Refurbishment Timeslot and ensure that Manager, Refurbishment is able to make Navigator postings regarding the commencement of the Refurbishment Timeslot

Hiring Requirements

  • Minimum of 5 years’ relevant experience on a luxury cruise ship, in a private country club or similar, luxury hotel or resort
  • BA/BS 3–4-year degree in Accounting or foreign equivalency required
  • Degree in Hospitality Management or related field preferred
  • Strong administrative, planning and organizational skills required
  • Great attention to detail and high degree of accuracy required
  • Ability to perform financial analysis and reporting
  • Adept in Information Systems
  • Experience working in a multi-cultural environment
  • Excellent knowledge of Microsoft Excel and competent knowledge of MS Office
  • Working knowledge of point of sales systems, inventory management systems, Fidelio and computerized reservation systems
  • Able to read, write and speak fluently in English
  • One additional language (German, French, Italian, Spanish) preferred

Along with worldwide travel opportunities, The World offers many other benefits. This position is afforded comfortable, single cabin accommodations, meals, and access to crew facilities such as a crew bar, fitness center, state of the art bicycles and outside seating deck.

At The World we are one team, we are always passionate and caring and we support one another in mutual respect. We have a unified, empowered and strong team culture that values diversity and recognizes, develops and retains talent.

ROW Management Ltd. is committed to the health and well-being of our Crew. All Crew Members are required to be fully vaccinated against COVID-19 and provide evidence of completion of a vaccination regime (vaccination card / certificate or digital immunity passport) approved by the EU (EMA – European Medicines Agency) or the U.S. Food and Drug Administration (FDA).

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